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Desktop Support Specialist Resume Profile

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Desktop Support/Desktop Engineer:

  • Offering accomplished experience, credentials and technical expertise in the areas of PC and Desktop Support across Windows Networks and Telecommunications. Solid skills supporting hardware, software and equipment upgrades under adverse conditions. Select areas of qualification include:
  • Tier 1 and II Desktop Support Hardware Support Peer-to-Peer User Groups
  • Escalation Resolution Purchase Recommendations
  • Internal/External Customer Service Server Backups System Upgrades

Experience

Confidential

  • Service and support desktop computing technologies for the various JetBlue business units
  • Conduct scheduled walk-through of assigned facilities to ensure all systems are operational
  • Troubleshoot and repair all supported hardware and software issues laptops, desktops, etc.
  • Respond and complete email and phone call requests from crewmembers in a timely manner
  • Ensure minimal delays for all crewmembers supported
  • Assist with keeping all JetBlue equipment properly logged in Remedy
  • Troubleshoot and assist VPN home remote crewmembers with daily computing issues.
  • Setting up and troubleshooting presentation peripherals AV/TV/Projectors/Cabling.
  • Windows XP, 7 and Microsoft Office Support
  • Knowledge of networking topology and protocols
  • Configured Ipads, Android tablets and smartphones with email setup and app installs

Confidential

Hardware Support/Helpdesk Analyst

  • Provided phone and technical support for students and faculty desktops and laptops
  • Managed Magic ticketing system for resolving and reporting all users pc issues
  • Updated and maintained all students and faculty pc's virus definitions using Symantic Antivirus
  • Upgraded, repaired and restored all hardware, OS and documents for staff and faculty
  • Supported smartphones, ipads and netbooks with mail issues and configurations.

Confidential

Desktop Support Specialist

  • Provided network administration to include LAN troubleshooting and resolution
  • Support more than 250 end-users with computer and peripheral devices
  • Manage and configured all PC systems and peripherals
  • Installed and managed PC's using imaging software for new users
  • Troubleshoot and maintain HP printers for all departments
  • Manage ticketing system for resolving and reporting all users' pc issues
  • Recommend hardware and software solutions to end users and management.
  • Set up network user accounts, reset passwords, and permissions, via Active Directory
  • Prepared and Implemented desktop images to increase productivity of PC distribution
  • Updated and maintained all end users pc's virus definitions using Symantic Antivirus

Confidential

Desktop Support/Helpdesk Analyst

  • Provided technical and phone support for more than 200 users throughout 5 branches
  • Oversaw the investigation and resolution of hardware and software issues
  • Prepared and Implemented desktop images to increase productivity of PC distribution
  • Received 98 positive survey feedback from all levels of management and staff
  • Collaborated with telecommunication vendors to troubleshoot T1 lines and phone problems
  • Documented inventory of all computer equipment and peripherals
  • Troubleshot and maintained HP printers for all departments
  • Managed ticketing system for accurate status of reported issues and resolutions
  • Setup phones, voicemail and network lines for all users
  • Provided support for Blackberry and PDA devices
  • Performed daily backups and restoration of data on HP servers

Technical Skills

OS/Platforms: Windows Server 2000, 2003, 2008, 2012 Windows XP, Vista, Win 7, Win 8, OSX

Applications/Tools: Arcserve, Blackberry, Cisco VPN, Citrix, Sales Force, Remedy, Magic

Definity phone systems, MS Word, Access, Excel, PowerPoint, Outlook, MS Exchange, Norton Ghost Software, Adobe Acrobat, Lotus Notes, Symantec Antivirus, Corporate Edition, McAfee, Zone Alarm Pro, Internet Explorer, Netscape, Mozilla, WinZip, Winrar, Adobe Acrobat, Windows Active Directory, Group Policy, VMware, Virtualbox, Logmein123

Networking: LAN/WAN, DHCP, TCP/IP, VoIP, Wireless, Dial Up, Cat 5, Ethernet

Hardware: HP 4000, 6000, 9000 printers, Cisco Routers, Hubs, Dell Power Edge Series

Servers, HP Proliant ML and DL Series Servers, Dell, HP, and Gateway IBM based PC's,

Blackberry PDA's, IPads, IPhones, Android tablets, Avaya Definity Phone PBX, Dell, IBM, HP

Laptops

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